Dec. 1 @ 1420h (PST) Support call # 5 or 6 now... I am still on the phone (45 minutes in). The first person I spoke with, I am certain that I just woke up this guy. I know I might be in trouble when he answered, "....Welcome to....err..." long pause so I said, "Hello?" and he replies, "errr... Welcome to Adobe Technical Support, how may I help you?" Then I had to repeat my Cust ID a few times (despite a perfect connection and the fact that his command of English assured me there wasn't a language issue). The rest of the conversation was like it was in slow motion... finally, he told me that I was in the wrong queue... so 1/2 hour later, I am still listening to music. Then, at about 3:15 PST, I spoke with 'Richard' who then informed me I was in the wrong que (Video, this time!). I only waited a few moments to get to the 'proper' Captivate 4 'technical support'. I won't bother to go into a whole lot of nonsense I dealt with over the next forty minutes... suffice to say, I finally reached a customer support representative in the U.S.; this woman (I can offer details to an Adobe employee if one cares) determined that I had a case and made a Tier 2 level support case for me. Furthermore, she promised to email me a summary of the case and with her email address, I could send additional information about my issue, and include a sample .cp (Captivate 4) file. I never received any correspondence from Adobe. Next day... Dec. 2 @ 0940h (PST) Armed with my case # from yesterday, I call support. ... waited about 1/2 hour before I reached someone. I gave them the case number, followed by their boiler plate questioning. I was told that they couldn't help me because it was a customer support case number. 34 minutes later I finally demand to speak with a supervisor! ....11 minutes of music and the Adobe sales department answers; the sales women states that she is 'sorry' for my troubles and promises to send me to the 'right' department. ....6 minutes later... I am sent to support in the Philippines (I think). This guy has absolutely horrible manners! I ask to speak with a supervisor. I am put on hold.... ....I waited an additional 35 minutes (there is no music.... just hold static)... I am assuming he never transferred this call. Back to the beginning???? I have no idea what the status of my case # is... Is Adobe's technical support the worst in the world?? This would almost be funny if it were not for the fact that I am encountering a serious problem with Captivate 4 and/or Connect Pro and my job is literally on the line to find a solution!
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